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How to assess and coach contact centre agents training course in Australia

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October 2024 How to Assess and Coach Contact Centre Agent Performance
The How to Assess and Coach Contact Centre Agent Performance October 2024 course is held online over two half days on the 10th and 11th of October 2024 between 12:30 and 16:30 AEST each day.
$ 798.00 AUD ex GST
Unlimited
5.0
The How to Assess and Coach Contact Centre Agent Performance has an average rating of 5.0 out of 5 stars
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How to Assess and Coach Contact Centre Agent Performance October 2024 training course

Frontline employees (aka contact centre agents or call centre agents) represent the organisation to its customers, and how they handle customer contacts can make or break satisfaction, loyalty and efficiencies.

It’s the role of the Supervisor/Team Leader and Quality Assurance (if you are lucky!) to work hard to coach their employees to higher performance levels, maximise efficiencies, and ensure customers receive a great level of customer service.

At the same time, team leaders face challenges in making enough time to coach, dealing with difficult coaching situations, ensuring calibration (everyone scoring the same way), articulately communicating, and trying to uphold the organisation’s standards.

The How to Assess and Coach Contact Centre Agent Performance October 2024 training course addresses the business reasons for coaching and provides practical guidelines for how (and why) you need to make time for coaching, as well as different approaches and techniques to measuring agent performance.

It also teaches how to coach successfully using our proprietary 7-Step Coaching Process, which has been used to train thousands of Team Leaders worldwide, providing your team leaders with the confidence to tackle any coaching situation.

Course attendees are provided with insights and ideas on how to measure individual and Team Performance across both Quality and Productivity dimensions (both are important!), and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ coaching situations.

How to assess and coach call centre agents course

How to Assess and Coach Contact Centre Agents October 2024 training course fast facts:

  • 2 x 4-hour online/virtual modules delivered live on two consecutive days.
  • Suitable for any Team Leader/Supervisor managing contact centre/customer service phone-based teams.
  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!
  • Gain confidence in handling all coaching situations with frontline agents.
  • Perfect for Team Leaders (emerging and existing), Contact Centre Managers & Quality Assurance members.

Very insightful course!

The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator (Daniel) discuss their thoughts openly, gives perspectives that connects to the focus points of the training. I loved it!

The training brought so much joy and realization, of how much I personally know about the topics discussed and more importantly about how much I do not know.

What comes next, is continuing what I have been doing great, adding and applying the new elements that I have learned and continue to share this experience with the group.

Avatar for Noel Lamadrid
Noel Lamadrid
Team Leader
Virtual Gaming Worlds (VGW Holdings Limited)

Course Modules

In the How to Assess and Coach Contact Centre agents course, we work through four interrelated modules that build know-how and skills around Agent Coaching:

Module 1 – Team Leader Roles & Responsibilities 

What is the job of a Team Leader?  Where should their time go?  How can we ensure time for coaching?

We answer these important questions and more to help Team Leaders build intention & time into their coaching work.

Module 2 – Monitoring Practices that work

How should we monitor?  What’s a monitoring mix?  What’s better – side by side or listening to recordings/reading transcripts?

The monitoring mix shouldn’t be left to chance.  It’s a thought-out strategy to make sure we’re ‘listening’ to customer conversations effectively.

Module 3 – Calibration and getting on the same page

There’s not much point in coaching frontline employees if every Team Leader has a different opinion about what matters in a call, email or chat.

So, in this module, we discuss the four different ‘levels’ of calibration so that Team Leaders understand how and why they want to work from the same ‘source of truth’ for organisational quality.

Module 4 – Coaching Practices that Work

This is where the rubber meets the road.  Now it’s time to meet with and talk to our agents.

How often should we do it?  Which method of coaching should we use?  What’s the pattern or method that works best?

Your team leaders will be taught the leading practices in coaching specifically in a contact centre environment, providing them with the confidence to handle any coaching situation.

Who should do this course?

How to measure the performance of call centre agents

Learning how to coach contact centre agents is one of the most critical elements of a contact centre Team Leader’s job, yet it’s a skill that is often not fully understood and seldom learnt.

The How to Assess and Coach Contact Centre Agent Performance October 2024 training course will provide course attendees with a structured process on how to assess the performance of a contact centre agent and then coach them for improvement.

The course is ideally suited to:

  • Team Leaders who aren’t sure how they should be measuring the performance of their employees.
  • Team Leaders who haven’t been taught a structured process on how to provide feedback and coach for improvement.
  • Team Leaders who lack confidence in how to coach (very common!)
  • Contact Centre Managers looking for insights into the right way all contact centre agents should be measured for performance and coached.
  • Quality Assurance Team members who want to understand more about how the coaching elements of the QA process.

Engaging and Highly Valuable!

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight.

I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways.

Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Avatar for Amanda Buisson
Amanda Buisson
Senior Customer Service and Education Officer
Portable Long Service Authority

Course Date and Times

The How to Assess and Coach Contact Centre Agent Performance October 2024 training course is delivered over 2 x 4-hour sessions with the exact dates and times below, enabling you to plan ahead.

How to coach Contact Centre agents training course dates and times
  • Session 1 – Thursday 10th October 2024, 12:30 to 16:30 AEST (Melbourne, Australia)
  • Session 2 – Friday 11th October 2024, 12:30 to 16:30 AEST (Melbourne, Australia)

Dates don’t suit? Check out other available options >

Looking for other course alternatives?

This course is specifically focussed on Assessing and Coaching frontline employees in a contact centre. We have other courses that are also designed for contact centre Team Leaders and Managers, including:

About Your Trainer, Daniel Ord

Daniel Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the How to Assess and Coach Contact Centre Agent Performance October 2024 training course

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.

So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

How to Assess and Coach Contact Centre Agent Performance course trainer Daniel Ord
The How to Assess and Coach Contact Centre Agent Performance course is delivered live by global expert Daniel Ord!

Recent Course Testimonials 

The How to Assess and Coach Contact Centre Agent Performance is a popular course as it’s an area where most Team Leaders are unsure of the right ways to measure the performance of their employees and they typically lack confidence in how to deliver feedback and coach for improvement.

Learning a structured framework is a skill that provides benefits for life and we’ve received some great feedback from those who have completed the course with just a sample below.

More Customer Testimonials

“The coaching tips & role-plays definitely help me to prepare & carry out coaching sessions with my staff.”

“This training rekindled my passion to coach!” 

“Thank you Daniel for keeping the training so alive & interesting.  I appreciated the experience and will apply in my daily job!”                

“The learnings & content of this course can be really easily absorbed and applied right away.  Really appreciate the clarity!”                    

See more testimonials for Daniel Ord >

how to give feedback to call centre agents course

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Excellent
5.0
Based on 31 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Pricing and payment options

The How to Assess and Coach Contact Centre Agent Performance October 2024 training course is $798 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global contact centre expert Daniel Ord.

Tickets to the How to Assess and Coach Contact Centre Agent Performance October 2024 training course can be purchased online using a credit card or by requesting an invoice (you can choose your preference on the checkout page).

Available Discounts:

  • Save 15%  when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
  • Volume and Private Bookings – If you’d like to train multiple staff in a private session, please contact us for pricing and availability.
How to manage performance of call centre agents training course

Do you have questions about this October 2024 How to Assess and Coach course?

Want to train your whole team or business? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.